Introduction
In today’s environment where product differentiation can be difficult, and basic service is considered a “given”, it is those companies or businesses that strive for customer service excellence in other words to delight their customers- who are setting themselves up for success. Program will help employees understand what customer service is and why it is
Programme objectives
- important to every organization.
- Employees will understand why and how to consistently deliver exceptional customer experience, embed it as part of the organization’s culture and a reflection of its core values.
What we cover
- Excellent Service Delivery
- The Importance of Customer Service
- Understanding Customer Experience
- Customer Needs & Expectations
- Solving Customer Problems
- Turning Customers Around (Customer Recovery)
- Communication Skills for Great Customer Service
- Personal Skills for Great Customer Service
- Emotional Intelligence Skills for Great Customer Service
- The Structure of Customer Service Excellence
- Keeping Your Customers (Customer Retention)
- Team Building For Excellent Customer Experience
What participants will gain
- Appreciate what customer service is and why it is important.
- Differentiate between customer service and customer experience.
- Understand the changing nature of customer expectations and how to meet
- Learn how to solve three main types of customer problems.
- Deal confidently and assertively with difficult people.
- Use communication skills effectively and overcome barriers.
- Understand the personal skills that help in their role, in order to deliver
- exceptional customer service.
- See how exceptional customer service is based on six key areas.
- Know how great customer service benefits everybody involved.
- Know how to delight customers to ensure customer loyalty.